Phone scams

Phone scams are a common way for criminals to con people out of money using various tricks to get your personal or financial information. Be aware of some of the most common phone scams and find out what you can do to stay safe.

What is a cold call?

Cold calls are phone calls from companies trying to sell you something, even though they have had no business with you previously. Cold calls aren’t usually illegal and don’t necessarily count as a scam although they can be annoying, frustrating and even frightening.

What are some common types of phone scams?

It can be hard to tell the difference between a scam and cold calling. However, it's good to know some of the typical tricks that scammers use so you can be prepared if you ever get a call like these.

Bank scams

This is a call from someone claiming to be from your bank telling you there’s a problem with your card or account. They may ask for your account and card details, including your PIN number, and even offer to send a courier to collect your card from you so they can resolve the problem. They may also advise transferring your money to a ‘safe account’ to protect it, which can lead to loss of money.

The caller will often sound professional and try to convince you that your card has been cloned or that your money is at risk. This is a common scam and your bank would never ask you to do this.

Computer repair scams

A scammer may call you claiming to be from the helpdesk of a well-known IT firm, such as Microsoft. They’ll tell you that your computer has a virus and will charge you to upload ‘anti-virus software’. This turns out to be spyware, which is used to get your personal details. Legitimate IT companies don’t contact customers this way.

Compensation calls

This is a call from a company asking about a car accident you’ve had and offering you compensation. Some of these could be genuine companies looking for business but others are scammers. Don’t engage in these calls. If you’ve had an accident, call your own insurance company on the phone number provided on your policy.

HMRC scams

You may get a call from someone claiming to be from HMRC saying there is an issue with your tax refund or an unpaid tax bill. They may leave a message and ask you to call back. Again, don’t be fooled by this. HMRC would never contact you this way and would never ask you to reveal personal financial information such as your bank account details.

Number spoofing

Scammers now have the technology to mimic an official telephone number so it comes up on your caller ID display (if you have one on your phone). This can trick you into thinking the caller is really from a legitimate organisation, such as a bank or utility company. If you’re in any doubt, hang up and call the organisation directly. If possible, call them from different phone as scammers can keep the phone line open, so that even if you hang up and call the organisation directly, the line may still be connected to the scammer. If it’s not possible to use another phone then wait for at least 10 minutes before you call.

Pensions and investment scams

This is a call about an 'unmissable' investment opportunity, or offering you the opportunity to access your pension cash earlier.

‘Anti-scam’ scams

This is a call from someone claiming to be from a charity supporting scam victims, a company selling anti-scam technology, or from someone demanding money to renew your Telephone Preference Service registration, which is actually free. Be alert to all of these.

What should I do if I get a scam call?

Older people are often a target for scammers, so it's important to be aware of phone scams and how to handle them. Fortunately, there are things you can do to protect yourself.

Don't reveal personal details

Never give out financial information (such as your bank account details or your PIN) over the phone, even if the caller claims to be from your bank. Be wary of anyone asking for personal information such as your passport details.

Hang up

If you feel harassed or intimidated, or if the caller talks over you without giving you a chance to speak, end the call. It may feel rude to hang up on someone, but you have the right not to be harassed and pressurised into buying something, answering a survey, or giving out your personal details.

Ring the organisation

If you're unsure whether the caller is genuine, you can always ring the company or bank they claim to be from. Make sure you find the number yourself (from a letter, statement, the phone book, or their official website) and don’t use the one provided by the caller.

If you’re using the same phone, try calling someone you know first to make sure the line is free, or wait at least 10 minutes between calls to make sure scammers have hung up.

Don't be rushed

Scammers will try to rush you into providing your personal details. They may say they have an offer or an investment that is time-limited. Alternatively, they may say your money or your bank account is at risk if you don't give them the information they need right away. These tactics are designed to pressure you but don't be rushed into doing something you're not sure about.

If it's about an offer or an investment, always take the time to seek advice and look into the seller’s credentials first.

How can I avoid phone scams and cold calls?

You can block or prevent some cold calls. Try these simple things:

Register with the Telephone Preference Service – it's free and it allows you to opt out of any unsolicited live telesales calls. This should reduce the number of cold calls you receive but may not block scammers.

Talk to your phone provider to see what other privacy services and call-blocking services are available, although you may need to pay for some of these services.

If you have a smartphone, you can use the settings on the phone to block unwanted numbers. If you’re not sure how to do this, you could visit your local mobile phone shop for assistance.

There are products to block some calls. Some local councils provide call blockers through their trading standards teams.

How can I report or make a complaint about a cold call?

There are privacy laws that protect consumers from direct marketing phone calls. If you’ve registered your phone number with the Telephone Preference Service (TPS) or if you’ve told the company directly that you don’t wish to receive phone calls, you shouldn’t receive direct marketing calls from the UK.

If you receive an unwanted telesales call, an automated message, or a spam message, tell the company that you don’t wish to be contacted again.

What should I do if I’ve been a victim of a phone scam?

Scammers are constantly finding new ways to trick people and phone scams are changing all the time. If you’ve been the victim of a scam don’t be embarrassed to report it. It can happen to anyone of any age. Report the scam to the police and also contact Action Fraud. The information you give to Action Fraud can help track down the scammer.